15+ years of leadership experience in Product Management or Customer Strategy, especially in B2B technology or robotics
Deep fluency in Agile methodologies and portfolio management best practices
Proven ability to scale operational processes into global systems
Experienced in leading large-scale change initiatives and aligning diverse stakeholders
Strong advocacy for user needs combined with analytical skills for actionable insights
Exceptional communication skills bridging technical teams and customer-facing personnel
Responsibilities
Oversee the productization of the end-to-end customer journey with rigor
Drive the strategy for minimizing friction in customer experiences
Lead and mentor a team of Technical Program Managers overseeing the CX roadmap
Enhance legacy systems for better serviceability and global scalability
Translate high-level vision into operational strategies as a partner to the VP of CX
Align various departments for cohesive outcomes throughout the CX lifecycle
Manage a dedicated development team to prototype advanced customer experience tools
Benefits
Opportunity to shape the customer experience strategy for innovative robotic solutions
Direct collaboration with executive leadership and cross-functional teams
Role focused on cutting-edge product and program management methodologies
Potential for significant impact in a transformative environment
Access to resources for driving large-scale organizational change
Full Job Description
About the Role
As our organization scales, we are fundamentally transforming how we deliver value to our customers. Introducing our advanced robots into dynamic, unstructured environments requires a seamless, enterprise-grade support ecosystem.
Reporting directly to the VP of Customer Experience, the Director of CX Strategy and Portfolio Management will pioneer our shift to treating Customer Experience (CX) as a formalized product. In this role, you will own the strategic roadmap and manage a complex portfolio of initiatives designed to mature the entire CX lifecycle from onboarding and deployment through service, and support. Crucially, this is an inherently non-siloed, connective function; success demands radical, deep-seated collaboration across every single pillar of the business-integrating CX, Sales, Marketing, Product, and Engineering into one unified, high-velocity engine.
Key Responsibilities
CX Vision and Strategy
This leader will be responsible for four pillars of creating the world's best Customer Experience engine for the world's most advanced unstructured robotic solutions:
Product Leadership: Directly manage one Product Manager to productize the end-to-end customer journey with the same rigor as hardware development.
Zero-Friction Mandate: Drive the strategy for "zero friction" scores by translating customer obsession into actionable product requirements and seamless onboarding experiences.
Pillar II: Portfolio & Technical Program Delivery
TPM Management: Lead and mentor a team of three Technical Program Managers (TPMs) to oversee the execution of the CX strategic roadmap.
Serviceability & Scale: Focus the TPM team on maturing legacy systems, improving serviceability, and deploying introspective tooling that enables the CX organization to scale globally.
Pillar III: Strategic CX Integration & Alignment
Executive Partnership: Serve as the primary strategic partner to the VP of Customer Experience, translating high-level vision into actionable, enterprise-wide strategy.
Cross-Functional Synergy: Drive organizational alignment across departmental silos, managing stakeholder relationships to ensure unified outcomes across the entire CX lifecycle.
Dev Team Leadership: Manage a small, dedicated scrum team of developers to rapidly prototype internal tools and advanced CX capabilities.
Tooling Ownership: Own the incubation and iteration of AI initiatives and enterprise tools (e.g., Salesforce) through to the point of handover to the BizOps team.
BizOps Collaboration: Partner closely with BizOps Data Science and BizOps PMO teams to ensure technical prototypes are scalable and data-driven before full enterprise integration.
Qualifications & Key Attributes
Experience: 15+ years of leadership experience in Product Management, Portfolio/Program Management, or CS Strategy, ideally within a scaling B2B technology, hardware, or robotics company.
Methodology Mastery: Deep fluency in product management methodologies (Agile, journey mapping, discovery frameworks) and portfolio management best practices (governance, resource leveling, strategic road mapping).
Systems Architecture & Scaling: A proven track record of taking immature operational processes and scaling them into robust, enterprise-grade systems capable of supporting complex, global deployments.
Change Management Expertise: Demonstrated experience leading large-scale organizational change (e.g., ADKAR or similar frameworks). Excellence in bringing disparate stakeholders together and leading through influence without direct authority.
Customer Obsession & Analytics: A relentless drive to advocate for the user, coupled with the analytical acumen to translate qualitative feedback and quantitative metrics into actionable product requirements.
Exceptional Communication: The ability to seamlessly translate complex operational realities between deep technical engineering teams and customer-facing service personnel.
About Boston Dynamics
Boston Dynamics is an American engineering and robotics design company founded in 1992 as a spin-off from the Massachusetts Institute of Technology. The company is best known for the development of BigDog, a quadruped robot designed for the U.S. military. Boston Dynamics has also developed a number of other robots, including Spot, a four-legged robot designed for indoor and outdoor operation, and Atlas, a humanoid robot designed for a variety of search and rescue tasks. In 2013, the company was acquired by Google X, a subsidiary of Alphabet Inc. In 2020, the company was acquired by Hyundai Motor Group. Boston Dynamics is headquartered in Waltham, Massachusetts.
